Catholic Health East, a multi-institutional health system, embarked on a service delivery project that would formalize service level agreements. Catholic Health East chose CA Oblicore GuaranteeT to tackle the challenge of automating SLAs, building a service catalog, as well as monitoring, managing and reporting reliable information. As well as simplifying reporting, CA Oblicore Guarantee has helped Catholic Health East improve IT service levels. Overall, Catholic Health East has seen a 40 percent increase in problem resolution compliance.
In May 2010, CA Technologies commissioned Forrester Consulting to examine the financial impact and potential return on investment (ROI) that an organization might realize from implementing CA's Oblicore Guarantee solution. To determine the impact, Forrester examined the specific costs, benefits, flexibility, and risk elements that a CA customer, Catholic Health East (CHE), experienced over the past three years using the CA Oblicore Guarantee solution. From interviews conducted by Forrester, it was determined that CHE's use of CA's Oblicore Guarantee solution allowed for a significant redeployment of labor necessary to compile and distribute service-level management reports to its system office customers and enabled a similar labor cost avoidance associated with compiling and distributing reports to its hospitals or Regional Health Corporations (RHCs). Based on our interviews, Forrester projects a three-year, risk-adjusted total net present value (NPV) of $173,420, representing the net costs and benefits attributed to using the CA Oblicore Guarantee solution versus CHE's previous manual processes used in service management reporting. (See details below in Costs, Benefits, Flexibility, and Risks sections). In addition, the risk-adjusted ROI was a favorable 45%, and the payback period was within 20 months.